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Setting Up Transaction Custom Fields (Survey Level)

Transaction Fields are used to capture and store critical metadata related to each customer interaction. These fields typically contain key-value pairs that may include information such as transaction type, product details, interaction date, and other contextual data. This metadata enables businesse

Insights

Knowledge Base Article

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Survey Settings

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Create Alt Text in Publisher using Sprinklr AI+

IntroductionCreating inclusive content isn’t just good practice—it’s essential. Today’s audiences expect accessible experiences, and many brands are striving to meet this demand by adding alt text to images across their social media channels. But doing this at scale can be slow, inconsistent, and ha

Publishing - SES

social

Sprinklr AI+ - SES

Social - SES

Knowledge Base Article

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Sprinklr AI+

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Sprinklr Unified Platform (Integrations) and Cross Products (Display/Presentations): 26.4.1 Release Notes

Sprinklr Unified Platform and Cross Products' latest 26.4.1 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows. ​

New Article

Sprinklr Integrations

26.4.1

Sprinklr Platform

Knowledge Base Article

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26.4.1 Minor Release (10th May '26 Onwards)

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Enable Service Analytics Reporting in Persona Views

With the introduction of Service Analytics as a data source, support is now extended to Personas through the Service-dedicated URL, enabling end users to access a more seamless and optimized experience. This article outlines the different integrations and explains how to enable them.​​Enabling Servi

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Reporting Use Cases

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Add a WeChat Proxy Account

Using a WeChat Proxy account can connect and manage a single account on multiple third-party tools. You are required to set up a third-party server between Sprinklr and Wechat, which connects to WeChat directly and to Sprinklr via Oauth. This third-party will help you in connecting a singl

experience:space

WeChat Proxy Account

WeChat

channel:wechat

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Knowledge Base Article

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Setting up Wechat in Sprinklr

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Convert External API into OpenAPI Specification using GenAI

Sprinklr provides a capability to automatically convert API documentation into OpenAPI specifications using GenAI-powered interpretation. This feature eliminates the need for manual API configuration when working with third-party platforms or proprietary in-house systems.With this capability, you c

marketing

Insights

social

New Article

+3

Knowledge Base Article

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Configure an Extension in Sprinklr

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User Replies Node

Before we beginWe need to understand how to create a Dialogue tree.OverviewA user reply node, refers to a component within a dialogue tree that handles user inputs or responses in a chatbot conversation. It allows the chatbot to recognize and respond appropriately to different user intents or prompt

Service

Knowledge Base Article

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Nodes in a Dialogue Tree

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Transfer Call

Call transfer is a core contact center capability that allows agents to move an active call to another agent, queue, IVR, or external phone number. Transfers help ensure customer queries are handled by the most appropriate resource, improving resolution time and overall customer experience.​Agents m

26.1

Sprinklr Service

20.10

Service

+3

Knowledge Base Article

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Transfer Call

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Standard Widget Overview

Standard Widgets refer to the default widgets that are mostly used by agents while conversing with customers. Conversation widget This is the most important widget of Agent Desktop from where agents can refer to the conversation history and reply back to the customer. Agents can also take case-level

Service

Knowledge Base Article

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Standard Widgets

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How to Apply Google Analytics and Google Campaign Manager (DCM) Tracking Together on Ads

Some of the Advertisers prefer to track the Website data through different sources based on their custom needs. Sprinklr provides the flexibility of both automaticlaly applying the tracking URLs in an automated way and then using these Website URLs with utm parameters to further create Google Campai

marketing

Knowledge Base Article

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Advanced Use Cases

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Get familiar with options to manage your Keyword Lists

In this article, we will help you get familiar with various options to manage your Keyword Lists.After creating a Keyword List, it will be listed on the Keyword Lists window. From the Keyword Lists window, you can easily manage your Keyword Lists, for example, you can edit them, delete them, sort th

Insights

Knowledge Base Article

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Creating and using Keyword Lists

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Standard PI Metrics

Building BlocksProductSprinklr Products are digital representations of tangible products that clients want to report on and analyze based on feedback from customers.MentionThe base unit of analysis within Sprinklr Listening. One mention is essentially one post or comment from a data source.Product I

Insights

Knowledge Base Article

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Metrics & Dimensions

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Entity Governance in Social Listening

Entity Governance aims to strengthen the governance structure of Listening entities to ensure that visibility, ownership, and read/write permissions are protected with the correct user or user groups, thereby making it more robust.Note: To learn more about enabling this capability in your envir

Insights

Knowledge Base Article

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Entity Governance in Social Listening

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Sprinklr Social: 26.1.1 Release Notes

Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

marketing

Insights

social

Social RN 2026

+3

Knowledge Base Article

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26.1.1 Minor Release (8th Feb '26 Onwards)

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Add Content Sources - Custom Question-Answer Pairs

Before You BeginFamiliarize yourself with the setup process of the Smart FAQ Model.Question Answer PairsWhen to UseThe Question Answer Pairs feature allows you to supplement your bot's knowledge base with custom responses for frequently asked questions that might not be covered by any existing conte

Service

Knowledge Base Article

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Setting up FAQ+ bot

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Anonymize Agent Names on Care Console

You can anonymize agent names on the Care Console to help ensure the confidentiality of agent identities across different teams. This feature ensures that agents' names are not visible to other users, though agents can still view the activities performed by other agents.Note: Access to this fea

Service

Knowledge Base Article

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Case Third Pane

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Gauge Chart

The Gauge Chart widget enables you to visually represent average or aggregated survey metrics in relation to custom ranges. It provides a quick and easy way to monitor key performance indicators (such as CSAT, ratings, or response metrics) through the use of easily understandable colored sections.Bu

Insights

Knowledge Base Article

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CFM Visualizations

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Guided Workflow Reporting

Standard Pre-Built Reporting DashboardThis standard dashboard allows you to analyze guided workflows, including execution trends, completion trends, comparisons of AHT between cases with and without guided workflows, and agent-wise trends. Additionally, the dashboard includes the capability to apply

Service

Knowledge Base Article

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Guided Workflow Reporting

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Proactive Prompts Reporting

In Care Reporting, you can view reporting on proactive prompts by creating a widget using various metrics and dimensions.To Configure a Reporting WidgetClick the New Tab icon. Under the Sprinklr Service tab, click Care Reporting within Analyze.On the Reporting Home window, select the desired dashboa

Service

Knowledge Base Article

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Reporting

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Capabilities and Limitations for Major Social Channels

Below is detailed summary of Sprinklr's supported capabilities and functionality by different social channels.​Facebook​FeatureActionDesktopMobileNotesGeneral CapabilitiesPage (Global / Local)AuthenticateYesNo​URL to native account pageAuthenticateYesNo​Business Manager AccountAuthenticateYesNo

experience:space

article:howto

release:N-A

social channel capabilities

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Knowledge Base Article

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Channels